Notes

Opening

Hi, this is Vishnu. I will just take a minute to read through the conversation and get caught up. Then I'll be able to help you shortly. Thank you!

Please keep the chat window open to avoid disconnection.

I'm sorry to have to tell you that we are currently facing some technical errors. Could you share your best callback number? We'll reach out to you after a couple of hours.
Website down:
I'm sorry, we're experiencing problems with our applications and travel platform] right now. I will request you to please check back later. Thanks for your patience.
I am closing this chat now.
Thank you for contacting us.

As I have checked, you want to make changes to the reservation, right?

As I have checked, you want to change the dates in your reservation, right?

As I have checked, you want to cancel the reservation, right?

As I have checked, you want to know about the refund, right?

As I have checked, you want to use your airline credit, right?

Please advise me on how I can help you.

Please help me with your concern.

As I can see, you haven't mentioned your concern above. May I know how I may help you with your reservation today?

Thank you for informing me. Sorry to hear that. I will surely assist you. Kindly stay connected.

Thank you for informing me.

Thank you for informing me of your concern.

Thank you.

Thank you so much.

Thank you for informing me. I will surely assist you. Kindly stay connected.

Thank you for confirming. Allow me a couple of minutes to pull up your booking.

Allow me a couple of minutes to pull up your booking.

Thank you for confirming.

Sorry, you lost connection with the previous agent; there may have been a network issue. Let me read through your earlier messages to pick up where the last agent left off.

Security verification

May I have the Itinerary number, please?

May I have the registered email address on your account for security verification purposes, please?

May I have the phone number on your account, please?

May I have the last four digits of the credit card, please?

Verification Failed

Since we can't verify the account, we're unable to proceed. Please come back once you have the correct information.



Mini Recap

As I can check, it’s a roundtrip/one-way/multicity flight from/to --- (departure/arrival City and airport) on (Date). Is that correct?

Are you referring to your reservation at ….., Checking in on …, 2023, correct?

I see you need assistance with the reservation at _?



Discovery

May I know the reason for your cancellation/change request?

May I know the name of the passenger you want to cancel/change the reservation for?

Please help me with the new check-in and check-out dates.

Please help me with the new dates.

May I have your new trip preferences, please?

May I know the boarding/destination point/s and the number of travelers?

May I know the number of travelers and class preferred for the cabin?

May I know the preferred dates?

May I have the travelers' full name as per the Government Id and the passport they have been issued?

CHAT REFRESH

Allow me a few minutes so that I can help you out with relevant information.

Allow me a few minutes to look into my resources and come up with a resolution.

Kindly allow me a few minutes while I check this information for you.

I am still here, and it will be a few more minutes, thank you for your patience.

I am still working on your request. Please stay connected.

I am actively working on your request, please stay connected.

I will contact the rental/property/airline, please stay connected.

I am still trying to make contact with the rental/property/airline, please stay connected.

I am on call with the rental/property/airlines, kindly stay connected.

I tried contacting the property; however, they are unreachable at the moment.

I am working on your request. Please stay connected.

I am still working on your request. Kindly stay connected.

Your kind understanding and patience are really appreciated on this matter.
Kindly stay connected.
Please stay connected.
Thanks for letting me know.
I'm sorry to know this.
I'm happy to help resolve this for you.
Sure, let me sort this out for you.
Please keep this chat window open so we can stay connected.
Let me see if I have this correct.
Please allow me 2 -3 minutes to check the details — thank you and please keep the chat window open.
It is a pleasure assisting a valuable customer like you. Please stay connected.

We are connected on the call, and I am working on your request.

I'm reviewing the airline's policies for the reservation. Kindly stay connected.

I'm sorry for the delay. Your account details are still loading. I appreciate your patience.

It is taking a bit longer than expected. Kindly allow me a few more minutes.

Extreme apologies for the delay. I will try to make this quick. Please stay connected.

Sorry for the delay. Kindly stay connected.

I am sorry for the lengthy hold. I am still working on the concern/request and will try and make this quick. Please stay connected.

It’s taking longer than expected. Please stay connected.

It’s taking longer than expected. Please allow me a few more minutes.

Please allow me a few more minutes. I’m still working on your itinerary.

Please bear with me while I look up your Itinerary.

I really appreciate your patience.

I am almost there. Please stay connected.

I am still working on your request. Please stay connected.

Thank you for being on hold, Mr. Customer.

Thank you for being on hold, Ms. Customer.

Shall I proceed with the cancellation?

Shall I proceed with the changes?
OB to Airline: As we are still working with the Airline to solve your query, please keep this chat window open for our discussion.

OB to the customer: As we are talking on a voice call to support your request, I request you to please keep this chat window open.

Executing Change: Please bear with me while I am working on your request, I am still available on this chat in case you have any questions.

I will raise a request with my team so that they can follow up with the property.

Our team will get back to you within 4-5 business working days via email.

I request you kindly wait for 4-5 business days for the property/airline’s response.

I totally understand that, but we abide to follow the hotel’s/airline’s policy.

I wish I could help you with this, but we abide to follow the hotel’s/airline’s policy.

BASIC ECONOMY – As I can see, the booking that you have made is a basic economy flight, and as per the airline’s policy for this reservation, changes or cancellations are not permitted. And the booking becomes non-refundable for cancellations done for any reason.

Bargain Fare or Basic Economy -
It looks like you booked one of our low-priced fares. Those fares are priced very competitively, but also have more restrictions, such as not allowing changes or cancellations.

BAGGAGE & SEATS - We as a travel agency do not sell and service baggage and seats on already-made flight reservations as these are considered miscellaneous charges which can only be charged by the airline. So, I request you contact the airline directly or visit their website if you wish to purchase paid seats or baggage.

CX agrees to changes: Great! Please give me a few minutes to complete this for you.

CX Deny for changes: Alright, let’s leave your booking as it is.

Warm/Cold transfer: As per our discussion over the call, I have successfully transferred you to the concerned department, and they have agreed to assist you with your itinerary.

Prices are dynamic in nature and subject to change as per the availability. Thus, prices cannot be guaranteed unless booked.

Mr./Ms. Cx, kindly allow me to inform you that I am equipped with the knowledge and tools to handle your concerns over this chat.

I am only authorized to assist you over the chat as I am a chat agent.

May I have your best callback number, please?

Mr./Ms. Cx, kindly allow me to inform you that as I am a chat agent, I need to update you on whether I am working on your request or not.

Kindly allow me to inform you that we as a travel agency do not charge our customers any change/cancellation/rebook fee. This change fee and the price difference are shared with us by the airline directly.

I would like to inform you that, it is best to book it from your end because, If I will make the reservation for you, it will be costlier by default because the prices that I get are different. And discounted prices are visible to customers only.

I strongly encourage you to wait for 96 hours because if you contact us again with the same concern your issue will get re-escalated by the next agent and assigned to the bottom of the queue.

CLOSING:

I would like to inform you that your reservation has been successfully canceled. You will receive a confirmation e-mail within 2-3 minutes.

I want to inform you that changes have been successfully made to your reservation. You will receive a confirmation e-mail within 2-3 minutes.
I am glad that I was able to assist a valuable customer like you. Thank you for contacting us.

Do you need help with any other booking/Itinerary or any other questions regarding the booked Itinerary?

Or within the next 72 hours from now?

Thank you for contacting us.
I hope I was able to solve your query today and we appreciate your business with us.
Thanks for being a valuable customer and for choosing us as your travel partner.
I hope I was able to serve you today and we appreciate you choosing us for your travel journey.

Are we still connected?

As I’m not getting a reply, I’m going to close the chat. If you still need help, type hello below, and our Virtual Agent will greet you. Then simply click “Something Else” and type “Contact Agent” so we can pick up from here.

I tried to call you at your registered contact number; however, you were unreachable at the moment.


Any of your replies from here on wouldn't reach directly to me and would open another chat flow unnecessarily. So, kindly close this chat window to close the conversation. Thank you for choosing Chat, have a beautiful and prosperous day ahead. Bye for now!!!



As per our conversation over the call, I have provided you with the proper information and made the changes for you after contacting the vendor. For any further queries, feel free to contact us again.

As per our conversation over the call, I have provided you with the proper information, and I have not made any changes to your reservation. For any further queries, feel free to contact us again.

If cx asks for a manager: I want to inform you that our all managers and all other agents will give you the same information as I have given to you because they are trained with the same knowledge of the process and they are having the same tool for working.

Appreciation-Thanks for being a loyal customer, we really appreciate your business with us.
I am glad I'm the one who assisted with your reservation today and this won't have been possible without your cooperation.

Appreciation + solution- We appreciate your business with us. I suggest you to cancel this reservation following the policy and we will advocate with the property on your behalf to see if they will approve the waiver, we will get back to you via e-mail within 4-5 business working days.